Technical Implementation Manager

Technical Customer Success Manager

Experience with network protocols for routers, switches, firewalls, access points, data centres, on-prem LAN/WAN, WLAN, SD-WAN, and both public and private cloud environments

In this position you will oversee the deployment of software solutions in the hospitality sector and ensure customer success.

We are looking for someone with great technical awareness, customer success and customer growth experience!

You will

• Technical Project Management of a number of customer implementation projects involving customer software, wifi, networking
• Be the primary point of contact for your customers throughout the high-growth phase and beyond to ensure ongoing satisfaction.
• Provide support on network protocols for routers, switches, firewalls, access points, data centres, on-prem LAN/WAN, WLAN, SD-WAN, and both public and private cloud environments
• Lead technical trouble shooting calls and check network configuration issues - providing hands on technical support
• Identify and address customer needs, resolve issues, and ensure a seamless handoff between phases of the customer journey.
• Provide regular status updates to customers and internal teams, ensuring transparency regarding progress, milestones, and risks.
• Identify new business opportunities and work with customers to drive growth
• Advise customers on optimizing the use of the software to maximize the value of the solution.
• Track and report on KPIs
• Oversee technical implementation specialists, ensuring alignment with project goals and customer needs

Your background

• Technical Project management and implementation experience in customer-facing roles
• Knowledge of network technologies, SaaS, or related industries, including experience with network protocols for routers, switches, firewalls, access points, data centres, on-prem LAN/WAN, WLAN, SD-WAN, and both public and private cloud environments
• Proven ability to build and maintain strong customer relationships, ensuring needs are met and issues are resolved.
• Proven track record of leading and managing multiple accounts or projects simultaneously.
• Strong attention to detail and a solid understanding of project management methodologies, with a proven history of delivering complex projects successfully.